Support Content Specialist

About GoPro

GoPro makes it easy for people to celebrate and share experiences. We believe life is more meaningful when shared. We build cameras, software, and accessories that help the world share itself in immersive and exciting ways.

GoPro is a global movement whose business is driven by shared experiences. We celebrate diversity. We practice inclusion. We foster belonging. We demand equality. And we share the experiences of individuals and communities who also hold these values as core to who they are. From Bucharest to Munich, Silicon Valley to Shenzhen, we are dedicated to building a company that reflects and honors the diverse global communities where we live, work, and play.

GoPro is seeking a creative and visionary Content Specialist for our Customer Support team based in San Mateo, California. The Support Content Specialist will lead our efforts to deliver incredible self service to our customers and Support Agents. The ideal candidate should have excellent grammatical writing and design skills paired with a desire to optimize the GoPro customer experience.

Responsibilities

• Maintain our internal and external Support knowledge bases.
• Create and curate high-quality Support articles that are on-brand, easy-to-understand and appropriate for their intended audience.
• Use data analytics and feedback from customers and Support Agents to continually improve and optimize our knowledge bases.
• Create and maintain a style guide for Support content.
• Review and adjust content created by other Support teams (such as Training) to ensure unified style and language across all platforms.
• Regularly send Support articles to our Localization team for translation.
• Maintain a thorough understanding of GoPro products and customer needs. Be the expert.

Skills We’re Stoked About

• 1-2 years experience as a content designer, technical writer, or similar role.
• Familiar with knowledge base best practices and best in class KB design.
• Experience using data analytics tools to identify content creation and improvement opportunities.
• In-depth knowledge of content design and implementation.
• Proficient knowledge of HTML and content authoring tools such as Adobe Indesign.
• Excellent writing and visual design skills.
• Critical thinker with a strategic, proactive and creative mindset.
• Adaptable to change and able to aptly handle ambiguity, competing priorities and multitasking.
• Strong knowledge of Internet and software applications, including Microsoft Office products.
• Experience working with Salesforce Knowledge and/or Khoros a plus.
• College degree with a focus in Writing or Design a plus.

GoPro Highlights

• Fully-stocked kitchens with snacks galore
• Named one of the Healthiest Employers of the Bay Area four years in a row
• Recognized on the Healthiest 100 Workplaces in America list
• Get your very own GoPro (Mounts and accessories included)
• Discounted employee stock purchase plan (ESPP)
• 401(K) matching
• Discretionary Time Off
• 12 weeks paid Parental Leave for new parents
• Medical, dental, and vision insurance – premiums are 100% paid for employees, 80% paid for dependents
• Life insurance and disability benefits
• Employee commuter shuttles

GoPro is an Equal Opportunity Employer.

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